Assistant Manager - Customer Experience

About the team:

Be Part of Something Extraordinary.

Our Customer Experience team is a dynamic group of professionals who thrive on empathy, precision, and care. Were not just any team - were the heart of our company, ensuring that every customer feels valued and appreciated. Our mantra We make the customer feel like theyre the king. Its simple, but its what sets us apart. If you want to be part of a team where your dedication creates lasting impressions, this is where you belong.

About the role:

Are you passionate about creating exceptional customer experiences Do you thrive on solving problems and guiding others If so, we want you on our team!

As a Assistant Manager - Customer Experience, youll be at the forefront of ensuring our customers enjoy a smooth and positive journey with our products and services. Your day-to-day will involve connecting with customers, resolving their queries, offering tailored solutions, and helping them unlock the full potential of our offerings.

Needless to say, theres never a dull time at slice. Youll be promised all the perks of joining a fast-paced, hyper-growth startup that aims to disrupt the payments space.

What You will do:

• Lead a team of Customer Support Team Leaders/Associates to deliver exceptional customer experience.
• Drive daily operations and ensure SLAs, productivity, quality, and customer satisfaction targets are consistently met.
• Coach, mentor, and develop team members through regular feedback and performance reviews.
• Handle customer escalations and work closely with internal stakeholders to ensure timely resolution.
• Identify process gaps and drive continuous improvement initiatives.
• Analyze operational metrics and create action plans to improve efficiency and customer experience.
• Partner with Product, Operations, Risk, and Compliance teams to resolve customer-impacting issues.
• Support hiring, onboarding, and training of new team members.
• Ensure adherence to regulatory and internal compliance requirements in a fintech environment.

What were looking for:

• 4–8 years of overall experience in Customer Support/Customer Experience.
• Minimum 1–2 years of experience as a Team Leader or people manager.
• Experience in fintech, banking, NBFC, or financial services is mandatory.
• Preference for candidates from fast-paced startups or high-growth organizations.
• Strong understanding of financial products and customer support processes.
• Excellent stakeholder management and communication skills.
• Strong analytical and problem-solving ability.
• Comfortable working in rotational shifts and flexible working hours.
• Hands-on experience with CRM and support tools (Freshdesk, Ameyo, AI tool.) is an advantage.

Life at slice:

Life so good, youd think were kidding:

• Competitive salaries. Period.
• An extensive medical insurance that looks out for our employees & their dependants. Well love you and take care of you, our promise.
• Flexible working hours. Just dont call us at 3AM, we like our sleep schedule.
• Tailored vacation & leave policies so that you enjoy every important moment in your life.
• A reward system that celebrates hard work and milestones throughout the year. Expect a gift coming your way anytime you kill it here.
• Learning and upskilling opportunities. Seriously, not kidding.
• Good food, games, and a cool office to make you feel like home. An environment so good, youll forget the term colleagues cant be your friends.
• We believe in equality. Period.

At slice, we are committed to building a diverse and talented workforce. We never discriminate on the basis of race, sex, religion, colour, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, medical condition, disability, or any other class or characteristic protected by the applicable law.

We consider all qualified job-seekers with criminal histories in a manner consistent with the applicable law. Additionally, we are committed to providing reasonable accommodations to qualified individuals with physical or mental disabilities in order to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.

Come join our crew!

About us

• slice
• A new bank for a new India
• slices purpose is to make the world better at using money and time, with a major focus
• on building the best consumer experience for your money. Weve all felt how slow,
• confusing, and complicated banking can be. So, were reimagining it. Were building
• every product from scratch to be fast, transparent, and feel good, because we believe
• that the best products transcend demographics, like how great music touches most of
• us.
• Our cornerstone products and services: slice savings account, slice UPI credit card, slice
• UPI, slice UPI ATMs, slice fixed deposits, slice borrow, and UPI-powered bank branch are
• designed to be simple, rewarding, and completely in your control. At slice, youll get to
• build things youd use yourself and shape the future of banking in India. We tailor our
• working experience with the belief that the present moment is the only real thing in life.
• And we have harmony in the present the most when we feel happy and successful
• together.
• Were backed by some of the worlds leading investors, including Tiger Global, Insight
• Partners, Advent International, Blume Ventures, and Gunosy Capital.